The right support tier depends on your event complexity, team size, and in-house expertise. Standard works well for smaller events with dedicated tech teams, Premium is ideal for growing events that need more guidance, and Hypercare is designed for mission-critical or large-scale events where real-time support is essential.

Yes, you can upgrade your support tier at any time. We'll prorate the difference for the remainder of your contract term. Downgrades typically take effect at renewal.

Standard and Premium support are available during business hours (9am-6pm CET, Monday-Friday). Hypercare includes extended support hours and emergency weekend support for active events. For critical issues during live events, all customers receive priority handling regardless of support tier.

Premium and Hypercare customers are assigned a dedicated account manager based on industry expertise, event type, and timezone compatibility. Your account manager becomes familiar with your specific needs and is your direct point of contact for all platform-related matters.